About Lily and Fox

Lily and Fox is an Australian cosmetics company that is experiencing tremendous growth and we need your help!

We are simplifying beauty for the world, and making it possible for everyone to have beautiful nails. We are redefining how nails are done for 7 billion people, by making it possible to change your nails as quickly and easily as you change your clothes.

As we are a small business, you will be exposed to many more parts of the business than you would at a larger business (this is a great opportunity for the right person!).

You must be comfortable learning new skills.

The Role
Customer focused: Our customers are changing the way nails are done, and it is your job to exceed their expectations of what a cosmetics experience should be. You will be interested in building the next revolution in cosmetics for 7 billion people. We expect you to go above and beyond for our customers. As a Team Supervisor you will coach your team to elevate their approach and processes to continuously improve the overall customer experience.

People: Our Team Supervisors lead by example, and we expect you to put your team's success before your own. Your team will look to you to champion open communication, active problem solving, and a positive work environment. You must have the ability to inspire and coach your team to meet daily goals, and partner with the Operations Team to ensure the development and growth of your team.

Operational Excellence: As a Team Supervisor, you must understand every aspect of your team's performance, and work with our Operations Team to increase efficiency and drive continuous improvement in all aspects of operations. You must actively facilitate exceptional team performance and partner with your team to identify and remove waste in operational processes. We expect you to promote safety, efficiency, quality, and overall excellence in all of your actions and decisions.

Our Team Supervisors act in the best interest of Lily and Fox at all times. You must have a passion for our mission, our people, and our customers.

Technical acumen is required - you must develop a knowledge of all of our products, as well as systems, processes, and procedures.

Attitude and approach is everything. You must:

• Be a leader and a team player
• Love to change the status quo and work well in high-pressure situations. Exceptional prioritization and time management skills are essential for success.
• Be proactive. You must think and plan ahead to give your team the tools they need to be successful.
• Be self-aware, flexible, and open-minded.
• Possess a rare combination of analytical thinking, hands-on problem solving, and a customer-service mindset.
• Be an advocate for our customers and your team. Your success depends on theirs.

Responsibilities:

• Managing performance of 10-15 Lily and Fox Ecommerce Associates through effective 1:1 meetings, coaching, and mentorship.
• Implement performance goals, monitor and evaluate against pre-set goals, and implement action plans to resolve performance barriers as needed.
• Ensure that Ecommerce Associates have a clear understanding of the performance and behavior criteria and how it impacts overall team performance.
• Review and analyze performance metrics to identify areas of opportunity that will drive performance improvement – then implement the improvements to systems and processes.
• Manage schedules, monitor adherence, time-off planning, and attendance in partnership with our Operations Team.

• Partners with our Operations Team to execute daily staffing plans, identify and report significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.
• Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
• Liaise with other teams such as Customer Happiness, Logistics, or Quality Control as required to resolve issues and questions.

Basic Qualifications:

• Motivated learner
• You have effective time management and organization skills, strong communication and interpersonal skills, a positive attitude and a growth mindset
• Demonstrates ability to analyze data, using the data to drive decision making.
• Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
• Ability to motivate and develop individuals and teams
• Easily approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers.
• Ability to embrace constant change with flexibility and good grace.
• Minimum of 1 year team handling experience in a customer service environment, experience within a fulfillment center preferred.
• Skilled use of office software. Proficient in MS Excel and other MS Office equivalents.
• Ability to lift up to 49lbs and frequently push, pull, squat, bend, reach, and stand for extended periods of time
• Full use of hands and fingers to perform tasks
• Continuously climb and descend stairs
• Work in an environment that is subject to variable temperatures and weather (including outside loading departments)

Preferred Qualifications:

• Prior leadership experience in a service-focused industry: Ecommerce expertise is not required.
• Process / Operations experience: prior experience supervising operations in a fast-paced, technology-driven environment with a strong customer focus. Experience running complex processes using Lean or other techniques is strongly preferred.
• Highly organized and detail oriented.
• Excels at providing coaching and mentoring to others with a goal of achieving success.
• The ideal candidate will have a demonstrated ability to lead by example, motivate others to excellence and insist on the highest standards around performance, behaviors, and customer interactions.

What Lily & Fox Offers:

• Attractive salary
• Benefits package
• Paid Holidays
• Coaching and training
• Flexibility
• A supportive and inclusive environment
• Being a part of a fast growing international business!

This is not a work from home position.

Good luck to everyone who applies!

Equal Employment Opportunity:

Lily and Fox is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, genetic information, protected veteran status, gender identity or expression, sexual orientation or any other characteristic protected by law.

To read more about Equal Employment Opportunity please see attached links:

https://www.eeoc.gov/sites/default/files/migrated_files/employers/eeoc_self_print_poster.pdf

https://www.eeoc.gov/sites/default/files/migrated_files/employers/eeoc_gina_supplement.pdf

Type: Full-time

Salary: $56,160.00 - $89,887.00 per year